The Logan Bartlett Show
EP 123: Intercom CEO on Endorsing Trump, Reinventing The Company, and the Future of AI in Software
Nov 15, 2024
Eoghan McCabe, CEO and co-founder of Intercom, shares his journey back to leading the company after a two-year break. He talks about shaking up the culture and transforming it into an AI-driven powerhouse. Eoghan addresses the challenges of adapting to AI in customer service and the importance of fostering a strong work ethic among employees. He also shares insights on his controversial political endorsement and how authenticity in leadership shapes company values. The future of work in the age of AI is a key theme, highlighting opportunities and challenges ahead.
01:35:59
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Quick takeaways
- Eoghan McCabe emphasizes the importance of authentic leadership in transforming Intercom's culture and aligning with core values.
- Intercom's shift to an AI-driven, outcomes-based pricing model reflects a strategic response to changing market demands and client needs.
Deep dives
Owen McCabe's Return to Intercom
Owen McCabe discusses his return as CEO of Intercom after stepping down in 2020. His resignation was influenced by personal health issues, fatigue, and false media allegations that affected his morale. Upon his return in 2022, he encountered significant changes within the company, which included a shift in culture and branding that he found concerning. McCabe emphasizes the importance of authentic leadership and being true to one's core vision as critical factors in navigating such transitions.
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